Operations Customer Service Representative

Reports To: Mexico Operations Manager / Key Account Manager

Location: Monterrey

Environment: Hybrid (3 days onsite; 2 remote)

This position is full-time and hybrid Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility based on coverage. There are some after-hour and weekend expectations.

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

As an Operations Customer Service Representative working within Redwood Mexico (one of our entities), you will be responsible for supporting our Mexico customers through daily operational duties.

• Accurately and efficiently coordinate carrier operation to ensure daily capacity & status updates
• Coordinate capacity to match customer needs amongst existing carrier base (carrier management)
• Provide trailer details for traceability and documentation purposes
• Record ongoing operations in TMS by creating loads/tenders and sending rate confirmation to carriers
• Provide customers with visibility and send updated status reports
• Coordinate with carriers to establish regular updates and tracking reports
• Communicate with key contacts (customer, broker, consignee) to promptly resolve any transportation constraints
• Update load status in TMS and ensure accuracy of information (i.e. costs, rates, dates)
• Meet with carriers to explore and review business opportunities to optimize their capacity
• Establish a cadence of revisions and agreements to ensure ongoing improvement
• Communicate effectively with all stakeholders to ensure documentation is ready upon departure to avoid delays
• Coordinate with broker for corresponding border crossing docs (DODA, entry)
• Ensure shipment arrival to border/warehouse with complete and correct documentation
• Coordinate delivery appointments with consignee and ensure timely delivery
• Update & analyze KPIs to identify opportunity areas and implement corrective actions when necessary
• Communicate effectively within Redwood network for any additional help needed
• Quote and source additional spot capacity when required
• Support finance and intercompany when needed in case of discrepancies for load rates or carriers assigned
• Perform additional duties assigned by management

• Ability to think critically, analyze data, and set strategic goals
• Excellent organizational, communication, and time-management skills
• Problem-solving and customer-oriented professional
• Ability to work autonomously, proven to be both a self-starter & team player in a dynamic environment
• Process oriented individual who has a deep understanding of customer impact and profitability
• High School diploma required. BS/BA preferred
• English proficiency at least 80%
• Progressive experience in an operational role within the transportation/logistics industry
• Minimum of 2 years of logistics operations experience & knowledge of the cross-border (MX/US/CAN) required
• Desirable proficiency with Transportation Management Systems